Found Description
**Who are we looking for?
**- Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
- Update users about request status and close request when users are satisfied with solutions- Remote desktop troubleshooting.Escalate complex incidents / requests to upstream technical groups**Technical Skills**:- Effective Business Communication- Strong time management- Communication in neutral or American accent over phone and grammar skills- Analytical skills- Ability to follow process and procedures.Escalate unknown issues or questions without delay- Operating the computer, OS and Knowledge base navigation- Use of Ticketing tool- Account Management / Password reset- Active listening and probing skills- Level 1 and 1.5 technical troubleshooting- Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)- Knowledge of remote support tools; Bomgar, Remote Deskto...